Driven by End-User Digital Demand, Capgemini Consolidates Digital Expertise in New Global Service Line

Capgemini,
one of the world's foremost providers of consulting, technology and
outsourcing services, today announced plans to combine its key digital
assets and capabilities under a new global service line entitled Digital
Customer Experience (DCX). DCX intends to provide
organizations with the seamless offer they need to understand and
implement digital engagement strategies, platforms and solutions, to
fundamentally change how they do business and interact with their
end-users. It consolidates Capgemini’s well established digital
engagement expertise and IP1, and will be
supported by a new dedicated Center of Excellence in India, along with a
global recruitment drive. Capgemini has already successfully implemented
a number of digital customer experience projects for various clients
including Hydro Quebec.

The introduction of Capgemini’s DCX global service line is in response
to the need for companies across all sectors to digitize their
customers’ experiences, in order to increase client intimacy, ensure
growth and differentiate themselves against their competitors. It aims
to support CMOs who want innovation and reduced time to market through
contextually rich customer campaigns, and CIOs who need to deliver
technology at a pace to provide the agility required by the business, as
well as COOs and CFOs for whom the transparent delivery of operational
performance is imperative. DCX will combine Capgemini’s key digital
assets and capabilities to help all client stakeholders intelligently
manage their operations, to better serve their customers’ needs.

“Today's multichannel customers demand better experiences than they
get from firms that design underperforming one-off touch-points. Faced
with an expanding ecosystem of legacy websites, mobile sites, and apps,
firms need a plan that will help them align their investments with their
customers' most pressing needs. They can accomplish this by taking a
user-centered approach to understanding the needs and behaviors of their
multichannel customers and filling in the experience gaps,” writesRon Rogowski II, Principal Consultant, in a Forrester report.2

Capgemini’s DCX aims to bring enterprises closer to their end-users in
order to deliver the seamless multi-channel experience that they now
expect. It combines Capgemini’s market leading capabilities in
application services and consulting, with its proven track record in
digital transformation engagements. The new global service line will
include:

A series of digital transformation methodologies developed with
Capgemini Consulting, such as All
Channel Experience3 (ACE), which places the customer at
the heart of the business and provides a clear framework for internal
alignment across an organization.

“We know that today’s end-users expect seamless interactions via
multiple channels with faster, almost instantaneous responses. To
achieve this, businesses need to be more agile, innovative, social,
mobile and above all, completely customer focused,” said Simon
Short, Head of Digital Customer Experience Global Service Line at
Capgemini. “The ever-changing landscape of business technology
solutions has led to a standstill for many when deciding what is best
for operations, employees and customers. Our Digital Customer Experience
service line will help companies to intelligently consume digital
services to deliver a holistic and profitable strategy, while creating a
meaningful experience for their customers.”

Capgemini worked closely with Hydro-Quebec, a large public utilities
company based in Montreal with 4.01 million customers, to understand and
distil their customer experience vision for the future, and identified
the key benefits. An ambitious multi-channel strategy and transformation
roadmap was then developed in parallel with the design and
implementation of an IT roadmap. The core focus was a renewal of the
Contact Centre and Web Portal, combined with CRM implementation,
bringing the scope to three major projects. To accelerate the internal
transformation and ensure longevity of the benefits delivered, a new
Customer Experience division was set up.

"Working collaboratively with Capgemini over the course of this
transformation not only equipped our organisation with stronger internal
tools and processes but also empowered us with the skills and
self-confidence to deliver a bring a best in class channel offering to
our customers,” said Marcel Boyer, Customer Service VP, Hydro-Quebec.

Informed by a unique long-term partnership with MIT Center for
Digital Business

In addition to its established track record in digital engagement
strategies for clients, Capgemini has leveraged the findings of a three
year industry research program in collaboration with the MIT
Center For Digital Business. Forming the most extensive research on
digital transformation to date, the program has examined more than 400
large mainstream companies around the globe. The most recent study,
published in October 2013 and conducted with MIT Sloan Management
Review, “Embracing
Digital Technology: A New Strategic Imperative,” involving over
1,500 executives in 106 countries, revealed that while the potential
opportunity of Digital Transformation is absolutely clear, the journey
to get there is not. Key findings included - 78% of respondents
felt that Digital Transformation will be critical to their organization
within the next two years and where Digital Transformation is a
permanent fixture on the executive agenda, 81% of people believe
it will give their company a competitive advantage6.

An earlier report in 2012, “The Digital Advantage: How digital leaders
outperform their peers in every industry”, revealed that those companies
that have succeeded in delivering a fundamental transformation of their
business through technology, benefit from a considerable ‘Digital
Advantage’ and demonstrate significantly better financial performance
than their peers. Based on this research, Capgemini developed a unique
Digital Maturity Assessment tool that enables companies to assess their
digital maturity and compare their position with their peers in their
industry.

If you would like to speak to Capgemini in more detail about Digital
Customer Experience please make contact with the press office – details
at the top of this release.

About Capgemini

With more than 130,000 people in 44 countries, Capgemini is one of the
world's foremost providers of consulting, technology and outsourcing
services. The Group reported 2012 global revenues of EUR 10.3 billion.
Together with its clients, Capgemini creates and delivers business and
technology solutions that fit their needs and drive the results they
want. A deeply multicultural organization, Capgemini has developed its
own way of working, the Collaborative Business ExperienceTM,
and draws on Rightshore®, its worldwide delivery model.

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